Expert, Customer Loyalty Management

Job Purpose
Responsible for providing knowledge and high professional content in building the design and development of customer retention management framework and coordinating with solution units or related units to develop customer retention programs and campaigns for each segment based on CVP.
Key Accountabilities (1)
Loyalty management
• Participate in customer retention initiatives in the division, bring detailed design requirements to build/operate the customer engagement platform to other SI/Initiative BAU in the division/bank- wide.
• Participate in develop key metrics to manage customer engagement (NPS, engagement metrics,...)
• Drive customer loyalty and engagement through managing engagement metrics and managing the implementation of a portfolio of actions to improve.
• Design and build a customer retention management framework and coordinate with solution units or related units to build customer retention programs and campaigns for each segment based on CVP to optimize customer life cycle value.
Key Accountabilities (2)
Compliance with regulations and development of internal and institutional relationships
• Strictly comply with the Bank&039;s Internal Labor Regulations.
• Train, guide and mentor senior specialists/experts in the team to perform the above tasks and professional skills related to the functions and tasks of the function.
• Perform work in accordance with policies, regulations, processes, internal instructions, etc. and service quality commitments (SLAs).
• Coordinate with departments within the Function to complete assigned tasks.
Key Accountabilities (3)
Other tasks at the request/direction of the direct manager

Success Profile- Qualification and Experiences
Qualifications:
• Bachelor degree or MBA in Economics; Bank; Customer segments or related fields.
• Language (English): According to the Bank&039;s regulations.
Professional Experience:
• 8+ years of experience in portfolio management, customer engagement management in the finance/banking industry or equivalent organizations.
• Experience and understanding of change management.
• Experience in project management or E2E management according to the customer journey.
• Understand the technology and system background and make some requirements for the data analysis team.
• Experience in designing customer retention management frameworks, building customer retention programs and campaigns for each segment based on CVP to optimize customer life cycle value.
• Experience in reading and analyzing reports on market research, understanding the competitor market, ....
• Have in- depth professional experience in data analysis, building a management reporting system to track performance indicators related to customers.

Chế độ bảo hiểm, Du Lịch, Chế độ thưởng, Chăm sóc sức khỏe, Đào tạo, Tăng lương

Cập nhật gần nhất lúc: 2025-01-05 04:00:02